Posts

Posts

  • David Hebden
    Link Collaboration profiles to bucket group automated2
    Idea posted September 7, 2018 by David HebdenRookie, tagged Chat, Community, Field Service, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Link Collaboration profiles to bucket group automated
    User Story / Description:

    When a group for collaboration is created in line with an individuals profile / existence within a bucket. If the individual moves team or bucket can they simultaneously move into the new collaboration group. This is to prevent communication / broadcast channels being lost when an individual moves. 

  • Elliott Whaley
    Collaboration Configuration
    Idea posted September 6, 2018 by Elliott WhaleyNewbie, tagged Agent Browser UI, Chat, Community, Feedback/Surveys, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Collaboration Configuration
    User Story / Description:

    Hello,

    We would like to be able to configure collaboration in a way we could include a custom sound when a message comes through to a helpdesk and then a reminder in 10 minutes time for example to make sure they weren't forgotten about. This would help us enable our schedulers to realise that they have a collaboration message waiting for them to respond to. As quite often it has been missed as it isn't always very visible when you are extremely busy it is one of them things that can be forgotten.


    Another idea for this would be to get the colour to change and flash to make it like a instant notice along with the sound potentially. This is again to make it more obvious and visual to the user in case the users speakers weren't working or had their sound turned down and had forgotten this was the case.

     

    With this we would require some form of reporting to see potentially how quick they are being answered, and a good way to eventually send out surveys and things.

    This would help us roll collaboration out across our business easier and more acceptable


    Thanks,

    Elliott

  • 千尋 佐々木
    New popup keeps overlapping
    Idea posted September 5, 2018 by 千尋 佐々木Newbie, tagged Chat in Discussion Forum > Idea Lab public
    Title:
    New popup keeps overlapping
    User Story / Description:

    We wish chat popup displays in line as before. 

    Operators do chats with end-users to support them.

    When chat access concentrates, being able to see the chat detail is much better for operators to work efficiently.

    By previous upgrade, popups have become overlapping because those in line occupy too much space.

    There seem to be both demands, so we hope popup layout can be set through setting and each client can has favorite one.

    Picture:
  • Sathya Rajendran
    Focus on Incident when Agent accept chat
    Idea posted August 17, 2018 by Sathya RajendranApprentice, tagged Agent Browser UI, Agent Desktop, Chat in Discussion Forum > Idea Lab public
    Title:
    Focus on Incident when Agent accept chat
    User Story / Description:

    Hi All,

    I have an requirement to focus on incident workspace when Agent accept chat instead of chat workspace, I have searched in workspace ribbon and by rules but no luck.

    Thanks,

    Sathya

    Edited to add this helpful description of feature request

    Picture:
  • Ziv S
    Ref# Hyperlink in Chat Transcript4
    Idea posted July 29, 2018 by Ziv SExplorer, tagged Agent Browser UI, Agent Desktop, Chat in Discussion Forum > Idea Lab public
    Title:
    Ref# Hyperlink in Chat Transcript
    User Story / Description:

    **Posting this idea following this community thread: http://communities.rightnow.com/posts/4dabee49fe?commentId=86912

    As a chat agent, OSvC formatted reference numbers that were sent in the chat transcript by the end-user should appear as hyperlinks, so I can open the incident easily and quickly.

  • Missy Carlson
    Customer Notification (Flashing)1
    Idea posted July 17, 2018 by Missy CarlsonRookie, tagged Chat, Customer Portal in Discussion Forum > Idea Lab public
    Title:
    Customer Notification (Flashing)
    User Story / Description:

    Current chat notification is to play a sound to customers when there is an update in their chat from an agent. However, we have no control over if a customers sound is turned on, so these customers dont get a notification when an agent makes a new comment in chat.  I am suggesting we make the icon in their tool bar flash when there is an update made by an agent.  This way if the customer has their sound turned off or if their sound doesnt work for some other reason, they still get notification. 

  • Venkat
    Ability to DELETE & UPDATE Chat records12
    Idea posted April 30, 2018 by VenkatWhiz, tagged Agent Desktop, Chat, Customer Portal, Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Ability to DELETE & UPDATE Chat records
    User Story / Description:

    With the new GDPR regulations for Europe region, whenever a customer requests to delete their personal information, we have to delete all the data (Contact, Incidents & Chat records) from the system. As of today, only option to delete Chat data is using ageddatabase utility. To comply with this new regulation agents/admins must have the ability to DELETE the chat records/data or atleast have the capability to update (anonymize) the chat records/data.

  • Timothy Mohle
    When agent accepts incoming chat, the live chat window...
    Idea posted April 13, 2018 by Timothy MohleJourneyer, tagged Chat, Incident Management in Discussion Forum > Idea Lab public
    Title:
    When agent accepts incoming chat, the live chat window should be displayed in forefront by default (when multiple tabs are open)
    User Story / Description:

    When an agent has multiple tabs open in the CRM tool and then accepts a incoming chat, the live chat window should be displayed by default rather than the agent manually navigating to live chat window.

  • Timothy Mohle
    Chat notification should be more obvious and sound until...3
    Idea posted April 13, 2018 by Timothy MohleJourneyer, tagged Agent Desktop, Chat in Discussion Forum > Idea Lab public
    Title:
    Chat notification should be more obvious and sound until the agent picks up the live chat (not just sound for 2-3 seconds)
    User Story / Description:

    When a chat comes into an agent the toast notification and the sound is very easy for the agent to miss. feedback from user: The chat notification gives a single ring and the volume is kind of low, can we have a continuous ring till we pick up the chat?
    When a chat agent receives an incoming chat, the sound alert notification lasts only for 2-3 seconds. The sound notification should continue till the time available chat agent picks the live chat.

  • Timothy Mohle
    Add a preview option to all message types to review...
    Idea posted April 13, 2018 by Timothy MohleJourneyer, tagged Agent Desktop, Chat, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Add a preview option to all message types to review "Standard Text"
    User Story / Description:

    It would be highly useful to have a feature to preview Message types, such as Response, Customer Entry and Private Note, as when using "Standard Text" there is no way to see if the fields are being pulled correctly until after the Response is sent or the Customer Entry/Private note is committed (and there is no way to edit those)